Student Loan Customer Service Representative - Remote

About PeopleJoy

PeopleJoy has been a leading provider of employee benefits designed to help employees tackle their student debt since 2016.

Our clients know that great talent means experience and education and work with us to provide solutions that reduce financial stress and increase productivity.

At PeopleJoy we value great communication, teamwork, hard work and accountability.

Our Clients, Products and Services

We partner with a number of leading employers such as The Children’s Hospital of Philadelphia, BAYADA and SKF USA to name a few.

The Role

We are seeking a customer obsessed, problem solver with great communication skills for helping our clients and our platform be successful. You will be providing support to our customers. Timeliness, responsiveness, great communication, efficiency and politeness are a necessity, in addition to comfort working at a startup. The goal is to resolve customer problems as soon as possible.

Responsibilities

• Manage the full life cycle of the customer including:


• Utilize excellent customer service skills and exceed customers’ expectations


• Onboarding calls/emails


• Calls to student loan servicers


• Reviewing & updating student loan strategies


• Ensuring documents have been received and strategies have been applied as appropriate.


• Provide first level contact and convey resolutions to customer issues


• Properly escalate unresolved queries to the next level of support


• Track, route and redirect problems to correct resources


• Update customer data


• Walk customers through problem solving process


• Follow up with customers, provide feedback and see problems through to resolution


• Ensure proper recording, documentation and closure


• Recommend procedure modifications or improvements


• Preserve and grow your knowledge of help desk procedures, products and services

Skills

• Knowledge working with student loans is a plus


• Proven working experience in providing help desk support


• Working knowledge of help desk software, databases and remote control


• Strong client-facing and communication skills


• Advanced troubleshooting and multi-tasking skills


• Customer service orientation

Remote working

The job is 100% virtual. You must have a reasonably quiet work environment. You are required to have internet access connected and your own laptop prior to your first day.

• Job Type: Full-time (9a-5p EST)

This Company Describes Its Culture as:

• Detail-oriented -- quality and precision-focused


• Outcome-oriented -- results-focused with strong performance culture


• Stable -- traditional, stable, strong processes


• People-oriented -- supportive and fairness-focused


• Team-oriented -- cooperative and collaborative

Job Duties:

• Answer incoming customer inquiries


• Collaborate with management teams to stay updated on new products, services, and policies


• Record customer information within our customer service database


• Engage with clients in a friendly and professional manner while actively listening to their concerns


• Offer support and solutions to customers in accordance with the company's customer service policies


• Other duties as requested

Communication method(s) used:

This Job Is:

• A job for which all ages, including older job seekers, are encouraged to apply

Work Remotely

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• Dental insurance


• Health savings account


• Life insurance


• Paid time off


• Vision insurance


• Work from home

Schedule:

• 8 hour shift


• Monday to Friday

Application Question(s):

• Please let us know which of the following two shifts you are available M-F 9a-5p EST, 9a-5p PST? (If both just say "Both").

Work Location: Remote